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  • MB - 230 : Microsoft Dynamics 365 Customer Service

The MB-230: Microsoft Dynamics 365 Customer Service course focuses on optimizing customer service operations using Dynamics 365. It covers tools for automatic case creation, queue management, and case resolution. Students will learn how to interact with customers, resolve issues efficiently, and use data analysis to improve service performance and prevent future problems. The course provides hands-on experience in managing customer service workflows and leveraging insights for enhanced customer satisfaction.

Instructor

MB - 230 : Microsoft Dynamics 365 Customer Service Training

Curriculum

Boost your career with MB-230: Microsoft Dynamics 365 Customer Service Training. Learn to manage cases, automate support, and enhance customer satisfaction.

Ratings

( 4.6 Ratings )

Live Online Classes starting on 01 January, 1970

MB - 230 : Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact—directly with your customers. This course takes you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases, you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

 

Audience Profile:

This course is designed for Dynamics 365 Customer Engagement Functional Consultants who are responsible for configuring and implementing the Dynamics 365 Customer Service application. It is also suitable for professionals who need to understand how to leverage Dynamics 365 to enhance customer service processes and improve customer interactions.

 

At Course Completion:

After completing this course, students will be able to:

  • Install and configure the Dynamics 365 Customer Service app.

  • Identify and address common customer service scenarios.

  • Complete the case resolution process effectively.

  • Analyze customer service data to gain insights and drive improvements.

  • Automate case management and record processing to streamline operations.

  • Create and utilize knowledge articles to assist with customer inquiries and support.

  • Establish and manage entitlements and service level agreements (SLAs) to ensure service quality and compliance.

 

Prerequisites:

  • Basic understanding of Dynamics 365 and its applications.

  • Familiarity with customer service processes and principles.

 

Course Outline:

Module 1: Customer Service Overview
This module introduces the core concepts of customer service within Microsoft Dynamics 365, including case management, service apps, analytics, AI capabilities, and configuration.

Lessons:

  • Create Case Records

  • Related Service Apps

  • Analytics for Service

  • AI for Service

  • Configuring Customer Service

Module Summary:

  • Understand the basics of customer service in Dynamics 365.

  • Learn how to create and manage case records.

  • Explore related service apps and their functionalities.

  • Utilize analytics and AI tools to enhance service operations.

  • Configure customer service settings effectively.

Module 2: Case Management
This module focuses on managing cases within Dynamics 365, including creating and resolving cases, managing queues, and case routing strategies.

Lessons:

  • Case Management Overview

  • Creating Case Records

  • Queue Management

  • Case Routing

  • Resolving Cases

Module Summary:

  • Gain an overview of case management processes.

  • Learn how to create and manage case records.

  • Manage and route cases using queues.

  • Resolve cases efficiently and effectively.

Module 3: Service Level Agreements and Entitlements
This module covers the management of Service Level Agreements (SLAs) and entitlements within Dynamics 365. It includes creating and managing both SLAs and entitlements to ensure effective service delivery.

Lessons:

  • SLA and Entitlement Overview

  • Create and Manage Entitlements

  • Create and Manage SLAs

Module Summary:

  • Understand SLAs and entitlements within the customer service context.

  • Learn how to create and manage entitlements.

  • Create and manage SLAs to meet service expectations.

Module 4: Knowledge Management
This module explores knowledge management in Dynamics 365, including authoring, organizing, and managing knowledge content to support service operations.

Lessons:

  • Knowledge Management Overview

  • Authoring and Organizing Knowledge Content

  • Use Knowledge Content

  • Manage Knowledge Content

Module Summary:

  • Overview of knowledge management in Dynamics 365.

  • Learn how to author and organize knowledge content.

  • Utilize and manage knowledge content effectively.

(4.6 Ratings)

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